Director Service Training

The Director of Service Training leads the enterprise strategy, roadmap, and execution of a comprehensive training ecosystem that advances the technical, operational, and customer-facing capabilities required to deliver a consistent, high-quality service experience across the global network.This role establishes a future-forward learning vision that bridges installed product expertise, field service realities, and evolving customer expectations—ensuring technicians and service teams are fully equipped to support product performance, reliability, and lifecycle service excellence.The Director defines the end-to-end training strategy and operating model, integrating hands-on, instructor-led training with scalable digital, virtual, and on-demand learning solutions to create a cohesive, blended learning experience. This includes building a structured, progressive learning journey for technicians that aligns with installed product complexity, diagnostics, and real-world service application.Major ResponsibilitiesEstablishes the enterprise service training strategy, standards, and operating model aligned to service excellence, product roadmaps, and capability needsGoverns curriculum architecture, certification frameworks, and competency models for technicians, service leaders, and dealer personnelEnsures training programs meet regulatory, safety, and quality requirementsLeads the design, development, and deployment of technical, diagnostic, and customer‑experience training across global service channelsIntegrates field data, reliability insights, and lessons learned into training content to improve service accuracy, speed, and first‑time fix ratesOversees blended learning approaches including instructor‑led, digital, simulation, and on‑the‑job training to maximize scalability and effectivenessPartners with Service Engineering, Technical Service, Quality, Manufacturing, and Dealer Development to ensure training reflects current standards, procedures, and product changesAligns training with new product introduction (NPI) and commercialization processes to ensure service readiness at launchCollaborates with regional service leaders to tailor training to market needs while maintaining global consistencyDefines and track KPIs related to training effectiveness, technician proficiency, certification compliance, and service performance outcomesDrives continuous improvement of training content, delivery methods, and learning technologies based on performance data and stakeholder feedbackEnsures training contributes to measurable improvements in customer satisfaction, warranty cost reduction, and operational efficiencyLeads and develops a high‑performing training organization, including instructional designers, trainers, and certification specialistsBuilds a scalable capability‑development ecosystem that supports career pathways, skill progression, and workforce readiness across the service networkServes as the enterprise subject matter expert for service training, learning methodologies, and capability developmentMinimum Job RequirementsEducationBachelor’s degree or equivalent combination of education and experienceCertification / Licensen/aWork Experience7 years of experience in Training/Instructional Design in a technical environment4 years of leadership experience, preferably in a global manufacturing or regulated environmentKnowledge / Skills / AbilitiesDemonstrated ability leading leaders and influencing executive‑level stakeholdersProven executive presence with exceptional written, verbal, and presentation skillsDemonstrated success leading enterprise transformation and large‑scale, cross‑functional initiativesStrong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomesExperience building governance models, performance metrics, and operating rhythms at an enterprise levelAdvanced capability in organizational change management and talent developmentExperience with SAP or equivalent ERP systemsPreferred Job RequirementsEducationMasters DegreeCertification / LicenseMaster Training certificationWork ExperienceExperience creating online curriculumTechnical training and curriculum development (DACUM) experienceProduct development experience in design or service role